Latin American financial solutions provider that facilitates the acquisition of products by partnering with local retailers and offering leasing options.
- To improve service levels, customer satisfaction and improve efficiency across the complete customer life cycle.
- Volume overflow through multiple channels.
- Service Level issues with 40%+ Abandon rate.
- Low CSAT scores.
- Cost pressures of customers not complying with payments as a result of pandemic impact.
- Need to implement automated solution; 30% of the contacts were from customers asking for balance status.
- Type of contacts: inbound customer support in Spanish.
- Existing channels: phone, social media, email & chat..
- Routing of calls from Panama, Peru & Colombia
- Operate 6 days/week, 14 hrs/day.
- Mix of onsite and work-at-home.
- Designed an intelligent IVR that handles all customers asking for balance status.
- “Omni-channel” solution; developed optimized staffing models resulting in 85% Answer rate even after volume increased 36% since launch.
- CSAT scores improved by a 45%.
- Overall cost per contact dropped ~25%.